Q&A

How do you make your clients feel comfortable after they’ve cheated on you with another tech?

How do you make your clients feel comfortable after they’ve cheated on you with another tech?

A.

The few times my clients have gone to another nail tech, it was either in an emergency situation or I was unavailable, so I really can’t get mad at them for that, can I? They usually know they can’t sneak it past me that they went somewhere else for a repair, so they fess up. I tease them, and they say they’ll never ever do it again. I have a client who travels to Los Angeles for months at a time, so she has to “cheat” on me then. But, when she’s in town, she always points out that she loves the way I do her nails. I certainly appreciate the compliment; it makes up for the months she’s away.

Cheryl McEvoy, Cheryl’s Place, A Nail Studio, Oklahoma City

If I found out one of my clients cheated on me with another tech, I would ask why and be open to the answer I received. I can be creative in getting an answer without making the client feel uncomfortable by sending a “how are you?” card that asks what she liked and disliked about the services received. I would offer a small discount (about 5%) on her next service for a response. Hopefully this method would make the client feel comfortable enough to talk. This way, you can find out why the client went to another tech in the first place and make improvements. It’s a win-win for everyone!

Peggy Durant , Dose of Dazzle Mobile Manicurists, Newark, N.J.

If a client decides to go elsewhere to get her nails done, I don’t make a big issue out of it, and I don’t take it personally. If that client wants to come back, I welcome her with open arms, and I’ll ask if there’s something she’s not satisfied with in my service, and we’ll go from there. I make sure the client knows I don’t have hard feelings toward her, and that I’m willing to do what I can to make her happy while she’s in my chair.

Elyse Perry, Elysium Nail Studio at Celestial Day Spa, Sumner, Wash.

Most of the time I just smile and act like they’ve never cheated. Sometimes they feel guilty and admit it and I jokingly will give them a hard time, and we just have a big laugh!

Lisa DeViese, Manhattan Hair, Trussville, Ala.

I find that not bringing it up is probably the best way to make a client comfortable. However, if she has have cuticle damage, excess lifting, or something really cool (art-wise), I’ll pry and see what the other tech did as far as technique. I figure I can use it as a learning experience.

Amanda Hearn, Laramie, Wy.

When a client cheats on me I find they feel more uncomfortable about it then I do. As soon as she gets in my chair, she’ll start making excuses like, “I was in a rush one day and needed to get my nails done quickly.” I simply try to treat the client with the same respect and good service as I did before they went to another tech. I don’t try to make her feel uncomfortable and most importantly I try not to speak badly about the other tech’s work, no matter what I think. I figure if she didn’t like my work she wouldn’t have come back.